[HCM] Tập Đoàn Điện Tử Samsung Vietnam Tuyển Dụng CS Customer Retention Program Specialist Full-Time 2023

Position Summary
1. Provides best service to customer by improving service centers fields.
2. Secures service competitiveness by contributing to engaging & retaining customers and by supporting related issues of service centers.
3. Promote service differentiation by discovering best practices and propagating those practices to other service centers.
Role and Responsibilities
Customer Experience (CX) Operations to engage & retain customers:
Monitor designated CX operations performance thru predefined system and indexes
Analyze customer retention data (loyalty, O2O, E-commerce...), Service As A Product (SaaP), added-ons regarding customer loyalty as per company strategy and manage for escalation report to CS management.
Data Analysis/Synthesis consolidated:
Analyze data to point out what needs improvement to escalate for CS management
Consolidate designated reports to be recapitulated and comprehensive accordingly
Be based on the report, alert to CS management for further actions to be taken to mitigate and/or prevent the operations risk.
Samsung Service Ambassador:
To be the key role in retailer business bridge amongst Service Network, CS & Business Units.
Skills and Qualifications
Major area:
Business:
Customer service; Customer satisfaction; E-commerce
Management:
Data and database management
Coordination and timeline management
Background:
Education:
Bachelor degree, preferred in Mathematics, Economics, Computer Science, Information Management or Statistics, E-commerce
Professional skill:
Analysis, Reporting & Presentation skills
Vietnamese & English speaking and communication skills
Experience & Skill:
Good communication & relationship with co-worker
Detailed analysis & strong management
Strategy planning & process renovation
Strong knowledge of and experience with reporting, databases, programming
Strong analytical skills with the ability to collect, organize, analyze and disseminate significant amounts of information with attention to detail and accuracy
Adept at queries, report writing and presenting findings
APPLY HERE